Support KPI Examples | Customer Service Representatives (CSR) Occupancy

Customer Service Representatives (CSR) Occupancy

Measure the total share of time support agents are handling customer calls.

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Formula

Time used to handle customer requests/Total work time

Services

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Role

Analyst, Manager

Overview

The Customer Service Representatives (CSR) Occupancy metric allows you to monitor how much of an agent’s time is being spent on calls, and to ensure that there is enough time for agents to complete other tasks.

Formula

Time used to handle customer requests/Total work time

Reporting frequency

Weekly

Example of KPI target

80% call time

Audience

Support Manager

Variations

CSR occupancy